Case Study: SODIC enhances customer experience with Renascence mystery shopping audits and site visits

SODIC improves CX across 38 assets with Renascence

The real estate developer SODIC partnered with the customer experience consultancy Renascence. The challenge was to identify pain points across SODIC's diverse customer journey, which spanned residential, commercial, retail, and community assets. To achieve this, Renascence employed detailed site visits and mystery shopping audits across the organization's many business units.

Renascence implemented a comprehensive assessment using over 120 criteria across eight checklists. Their solution included mapping the customer journey, conducting detailed audits with evidence collection, and benchmarking against competitors. This effort resulted in 13 detailed reports with actionable recommendations. The measurable impact included the audit of 38 business assets, providing SODIC with a clear path to enhance the customer experience across all its operations.

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